Hi there,

Configuring chat branding was already an available functionality for Virtual Agent. You could configure your chat window, bot avatar, UI color schemes and customer support contact information*. Though, only "single" branding.

With Orlando "multiple" branding is introduced. So companies with multiple Service Portals or multiple Customer Support channels can now actually support different chat branding.

* Configuring the Virtual Agent widget icon is not available. The Service Portal widget needs to be customized for this.

Pre-Orlando

Users with the virtual_agent or admin role could configure chat branding by navigating to "Collaboration > Branding Setup". The $system_properties_ui page would be displayed with the branding system properties concerning the chat branding for Virtual Agent.

As mentioned, this does concern "single" setup of chat branding. This chat branding would apply everywhere you would use the Virtual Agent widget.

Orlando

When users with the virtual_agent or admin role would navigate to "Collaboration > Branding Setup", they are no longer instantly presented with the branding system properties concerning the chat branding for Virtual Agent. Instead, a list is presented with all branding records and new ones can easily be added.

When setting up a new record, the default scheme is pre-filled automatically. Though you could easily change all properties to your desire. Note that this not only concerns coloring, though also the customer support properties like the phone number and if live agent should be enabled. Also a different bot profile could be applied.

sysparm_branding_key

So now you've set up new chat branding records. How to actually apply them? Let's say you called your branding record "CSM branding", the branding key would automatically have been set to "csm_branding". Together with system parameter sysparm_branding_key you now have to append this to the Virtual Agent URL. The URL would become something like https://your-instance.service-now.com/$sn-va-web-client-app.do?**sysparm\_branding\_key=**csm\_branding.

Where to apply to URL depends on where you are using the Virtual Agent widget. Ideally, if you are using the Virtual Agent widget on the Service Portal, on your Service Portal CTRL+Right mouse click on the Virtual Agent icon. In the pop-up select "Instance options".

A modal will appear containing the instance options. Within this form simply add the URL parameters you are after. In this case "sysparm_branding_key=csm_branding".

Note: For more information about configuring the Virtual Agent Service Portal widget, see this article I wrote a while back: Virtual Agent bubble color / url parameters.

Result

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And that's it actually. Hope you like it. If any questions or remarks, let me know!